If the app is crashing, not loading properly, or a specific feature is not working as expected, don’t worry. In most cases, this is caused by a temporary issue on the device side, connection instability, or an outdated app version rather than a problem with your account. Let’s go through a few simple checks first, since they often resolve the issue quickly.
Quick troubleshooting steps
Start with the basics, as these solve most cases without needing further investigation.
- close and reopen the app
- turn off any VPN if it’s enabled
- restart your phone
- update the app via the App Store or Google Play
- reinstall the app if the issue continues
After each step, it’s worth checking if the issue is still present, since sometimes only one of these actions is needed.
Check your connection and device
If the issue continues, make sure your internet connection is stable and try switching between Wi-Fi and mobile data. Some features may not load properly if the connection is unstable or restricted.
It’s also important to ensure your device has enough storage space and that the operating system is up to date, as older versions can affect app performance.
When basic steps don’t help
If the app still doesn’t work or a feature remains unavailable after troubleshooting, the issue may need a closer look from support. In this case, the team will review it individually and, if needed, escalate it for technical investigation.
Troubleshooting depends on the case, but in general the process always starts with checking simple fixes first, then collecting details, and only after that moving into deeper analysis or reporting if required.
If the standard steps don’t work, support will take over and investigate the issue directly.
What to send to support
To help investigate faster, it’s useful to share a clear picture of what’s happening. The most helpful details include what exactly happens when you open the app, which part is not working, and when you first noticed the issue.
It also helps to know what you’ve already tried, such as restarting the app or device, updating or reinstalling the app, or switching between Wi-Fi and mobile data. If possible, screenshots or a short screen recording can significantly speed up the investigation.
What happens next
Once you’ve tried all the steps above and the issue still persists, our team will take a closer look and investigate it from a technical side. We’ll keep you updated by email and let you know as soon as there’s any progress or a solution available.
👉 You can reach out via in-app chat or email support@paw-champ.com — it’s easy to contact us, and chat replies are usually instant.